As an Infrastructure Specialist you will be responsible for the day-to-day support of Dematic customers. The role will involve mainly project work but also providing support and acting upon and monitoring generated alerts, throughout the lifecycle of Dematic customers sites.
You will need to combine a clear commitment to customer satisfaction with technical skills and the ability to troubleshoot and resolve issues that arise. You must have the ability to communicate directly with customers both by e-mail and telephone. Where issues arise that you cannot resolve, you will then be responsible for escalations within the team, to ensure the prompt and satisfactory resolution of customer support cases.
The role will typically require
Involvement in the design, tender, procurement and delivery phases of new projects.
Involvement in the installation/configuration of infrastructure for new customers, and the improvement/enhancement of existing customer deployments.
The ability to oversee the performance of the infrastructure across the infrastructure managed services customer base and internally for in-house services.
The ability to Monitor the performance of the servers, proactively identifying issues/abnormalities that may pose a threat to the customer’s service.
The ability to review performance logs, analysing the performance, identifying trends, patterns and detecting irregular behaviour.
Managing the monitoring solutions setup, updating, enhancing, modifying the parameters as the infrastructure and systems are updated and upgraded.
Ensuring that the servers are backed up, and that there is an automatic failover in the case of any server downtime.
Proactively and reactively applying vulnerability patches to managed sites.
Communicate with the customer to understand the underlying issue and provide timely feedback
Work proactively with others across Dematic to ensure prompt resolution of support issues.
Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives.
While you will be educated and supported on the job, an inherent aptitude to technical problem solving will be required.
The position is office hours based in Stockport and will involve out of hours work and an on-call roster.
Essential Skills
Fluent in English (both spoken and written)
A team player with a desire to learn more and train others.
A willing communicator
Qualified to a good degree level in any technical discipline (or to be able to show that you now possess these skills through extended experience)
A willingness to travel to visit customer sites
Technical Skills (In order of importance)
Linux preferably Redhat/Centos
Nagios
Grafana and or Prometheus
Configuration automation with Ansible
Terraform
AWS/Azure/GCP
Containerisation technologies such as Kubernetes and Docker
SUSE Rancher
Nutanix/HyperV/Vmware/SUSE Harvester
Veeam
Good Network skills (Firewalls & Switches)
A driving license.
Desirable
Windows Server Knowledge
Database Knowledge (MsSQL/Postgres/MySQL(MariaDB)/Oracle)
Rapid7 IDR/MDR/IVM/Appsec/CloudSec
SOTI Mobicontrol
Storage Administration (HPE, Exagrid, Synology)
A knowledge of ITIL processes, and ideally ITIL certified
Experience
Have worked as a Systems Administrator/Engineer/DevOps engineer and have a minimum of 3 years’ experience working with Linux.
